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Design, Development, and Validation of a Chatbot to Support Health Care Professionals Experiencing Workplace
Alba García-Viola1, Verónica V Márquez-Hernández2, José Miguel Garrido-Molina3
1Andalusian Health Service, Almería, Andalusia, Spain.
Background:
Workplace violence against health care professionals has increased worldwide, leading to negative psychological, professional, and organizational outcomes. Despite existing prevention and reporting programs, underreporting and lack of accessible, confidential support persist. Digital health tools, including chatbots, may offer scalable support, guidance, and follow-up for affected professionals.
Objective:
This study aims to design, develop, and validate a chatbot (Sanidad Segura) to assist health care professionals who experience workplace aggression and evaluate its usability, readability, and exploratory indicators of perceived usefulness and support in a pilot study.
Methods:
This study will follow a mixed methods design conducted in two main phases: (1) design, development, and content validation of the chatbot based on literature review, institutional protocols, and expert consensus; and (2) pilot-testing, including usability and readability assessment using standardized instruments, as well as feasibility and acceptability evaluation among health care professionals working in emergency and critical care settings in Almería (Spain). The study is aligned with the Medical Research Council framework for complex interventions, incorporating development and feasibility stages. Quantitative data will be collected using the System Usability Scale and Inflesz readability scale. Qualitative data will be collected through semistructured interviews and analyzed using thematic analysis to explore user experience and identify barriers to and facilitators of use.
Results:
The study has been funded for a 2-year period starting on December 18, 2024. Quantitative outcomes will include usability scores (System Usability Scale), readability scores (Inflesz), and participants' sociodemographic characteristics. Qualitative findings will identify themes related to usability, user experience, and suggestions for improvement. Integration of quantitative and qualitative findings will be conducted through triangulation to provide a comprehensive understanding of the usability, acceptability, and readability of the chatbot.
Conclusions:
This study addresses the increasing incidence of workplace violence against health care professionals through the development of a new chatbot (Sanidad Segura). This intervention seeks to facilitate the identification, support, and follow-up of affected individuals while minimizing the adverse effects of such events on their physical and psychological well-being, social interaction, and professional performance. Sanidad Segura will enable confidential case reporting and provide access to tailored medical, psychological, and legal resources, as well as information about institutional support services. This project represents a crucial step toward implementing an integrated digital framework for the detection, management, and prevention of workplace violence in health care settings.
International Registered Report Identifier (Irrid):
PRR1-10.2196/92511.
